A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour

By Jessica Santos, J. Boote. 2003

216 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/efb0f5789ead05ff1ca543dd8812654e6b7d972f

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Classification of the destination attributes in the content of competitiveness (by revised importance-performance analysis) (2012, background): “…(Burns, 1986); ‘measuring expectations which are subjects of subjectivity and formed by the market suppliers or by persuasion-based antecedents’ (Santos and Boote, 2003: 144); and ‘analyzing complexities (like the possibility of collinearity; usage of linear regression coefficients as…”
Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison (2018, background): “…oa de d by S to ck ho lm U ni ve rs ity L ib ra ry A t 2 3: 50 2 2 Fe br ua ry 2 01 8 (P T ) The importance of post purchase activities such as customer services, post affective state in the form of customer satisfaction and affective behavior are recognized (Santos and Boote, 2003; Tam, 2011).”
Consumer responses to functional, aesthetic and symbolic product design in online reviews (2017, background): “…drive consumers' behavioral responses (Bloch, 1995; Brakus, Schmitt, & Zarantonello, 2009; Chitturi et al., 2008), which encompass a range of possible outcomes, including WOM, repurchase intentions, and other post-purchase behaviors (Enrique Bigné, Mattila, & Andreu, 2008; Santos & Boote, 2003).”
The Role of Anticipated Emotions in Purchase Intentions (2016, background): “Nevertheless, although certain levels of consumer expectations are necessary to engage in purchase decisions (Santos & Boote, 2006), research on expectations has not directly addressed the relevance of the affective and anticipatory nature of customer decisions.”
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences (2017, background): “Similar arguments are presented in the study on expectations, postpurchase emotional states, and affective behavior (Santos & Boote, 2003), when four emotional responses of post-consumption, namely delight, satisfaction (or positive indifference), acceptance (or negative indifference), and…”
Improving importance-performance analysis: the role of the zone of tolerance and competitor performance. the case of Taiwan's hot spring hotels. (2014, background): “Despite the fact that some researchers have utilized this concept in the evaluation of service quality (Nadiri & Hussain, 2005; Santos & Boote, 2003; Yap & Sweeney, 2007), the application of this concept to evaluate and improve perceived service quality remain issues of research (Walker & Baker,…”
Service innovation and customer satisfaction: the role of customer value creation (2017, methodology): “EDT has been used severally to examine various field of study, such as marketing (Oliver, 1977, 1980; Diehl and Poynor, 2010; Santos and Boote, 2003), tourism (Fallon and Schofield, 2003), psychology (Gotlieb et al.”